THE WHOLISTIC PET CHARGES FOR RETURNS

"Customer satisfaction is our main goal" says the website of the Wholistic Pet. There should be an asterik with an additional comment about customer satisfaction being conditional.

This complaint begins at the beginning of the month when I purchased an 8 lb. tub of Wholistic Canine Complete which I had been using for the past year with my pets.

When I rec'd the product, I noticed the 'tamper proof' tab was not in tact. In fact it was just plain missing. I called the company to tell them about it and spoke with one of the owners who, instead of just listening to the issue and offering to take the product back or replace it, grilled me as to the condition of the product when it was received.

In the most defensive tone possible, almost acusatory, he went on to adimantly explain how the product is made fresh in the facility, packaged right there, and shipped so there is no way the tamper proof tab could be missing (as if to say, I'm lying). But, eventually, he did agree to take the product back and replace it with another 8 lb tub.

$30 later, after having insured the product, Priority US mail, I sent it back. Total cost at this point $171 after buying the product initially, paying S&H and then shipping it back to the company.

I did receive the replacement tub within one week's time. Very customer friendly, thank you very much, all well and good.....HOWEVER, between the time I sent the tub back for replacement, I met with my vet about my dog's allergies.

She recommended I put her on a strict diet, 3 months of only veterinarian food. No outside products whatsoever. OK, so that meant I needed to return the Wholistic Pet product once again.

I called the number on the receipt to get a Return Authorization number, and was again grilled about why I was returning the product.

Through no fault of my own, no fault of the Wholistic Pet or their product, I needed to return this item because I simply NO LONGER NEEDED IT.

I was told I would have to pay a 25% restocking fee AND pay them back for the cost of shipping me a replacement (not to mention spending another $30 to ship the thing back to them).

All the while I'm being treated like a jerk because they were nice enough to send me a replacement and now (the nerve of me!) I needed to return that. No where does it say on their website that you have to have a "good enough reason" to return the product or you'll be responsible for fees on top of fees on top of fees.

The website DOES say that if the product is not defective (which is true, there was nothing wrong with the product I received, I just didn't need it) that the customer is responsible for the S&H back to the company and would not be reimbursed for the original S&H for when the product was first delivered.

OK, fine with that. However, there is no mention of having to PAY THEM BACK for S&H on a replacment item, OR having to pay an additional restocking fee because of a bruised ego.

Their website also says that a 25% restocking fee would be incured for products sent back WITHOUT A RETURN AUTHORIZATION NUMBER, but that was NOT the case here. I tried to get an RA number but my reason wasn't good enough, so I was going to be charged what I can only call an inconvenience fee.

All the while I'm being told how many satisfied customers use their products and never have problems with it and how they always provide excellent customer service. That's great for those happy people....but in this case, customemr service (and attitude!)were HORRIBLE!

Accusatory tones, charging what I can only label as their 'ungrateful' fee because they sent me a replacement product that I then had to return, $171 spent after sending back the product the first time, an additional $30 to send the replaced item back, $30 to reimburse them for their sending me a replacement, and on top of that all, 25% restocking fee...TOTAL $273.50 worth of aggravation from the Wholistic "Holier than Thou" Pet. Customer service is great, so long as you agree to their terms....they SUCK.